Page 54 - Zoo Animal Learning and Training

38 Tasks for the Veterinary Assistant

Client Interactions at about the cost of the visit and are a joy to have as clients.

the Facility But even that client could be having a bad day, as they
may be juggling kid’s activities, having car trouble, and
now dealing with a sick pet. That can put even the nicest
Before the first client arrives a scan of the reception area person in a grumpy mood! Some clients come to the
is done. Pick up any trash, restock the refreshment clinic stressed out because they are concerned that the
center if available, straighten up magazines, removing cost of this visit will take them over budget for the week.
outdated ones or ones that are tattered. Check on toys, The client could be a disabled person that relies on their
coloring books, or other items to keep children occu­ service dog to live on their own. He may be worried that
pied and make sure there are no animal messes. Check this could be the end of his independence in addition to
for dust on any of the surfaces and straighten any pic­ losing a valued friend. Or it could be a person whose pet
tures that have gone astray. Take a good sniff and if is their only companion or family and who is worried
necessary spray a deodorizing spray, taking care not to about their only friend.
use heavily perfumed sprays as that can affect some cli­ The warm greeting and care will relax most and they
ents. Check for tears, tattered or broken furniture, appreciate the fact that you are there to help their pet.
remove any broken piece and make a note for the prac­ However, some are too upset, too demanding, or down­
tice owner if something should be replaced. right nasty and nothing you do will make them calm
down or be nice! If you should have to deal with the last
group there are some techniques to use to de‐escalate
the situation if they should get loud or angry. This is also
Reflection a good technique for emergencies or with clients that
are dealing with a euthanasia.
Why would a neat and clean reception area be
important to a client and practice? 1. Remain calm, greet them, and move them to an
empty exam room. Upset, angry, or unhappy people
should not be allowed to upset the other clients in
the reception area (Figure 3.1).
Arrivals 2. Always maintain your normal tone of voice. It is
hard to yell at someone that doesn’t yell back!
Acknowledge every client and patient immediately upon 3. If the person is angry listen to what they have to say,
arrival. It is a pretty good chance that the person walking without interruption. Then say, “What I hear you
through the door with a pet is the person that is sched­ saying is…” and reflect to them what you heard. Ask
uled to be there. Saying hello and addressing either the them what they would like to see done to rectify the
person or the pet by name in a warm manner helps to situation. Wait for an answer! This makes the client
start the visit out right. For example, think and take a breath. Most will see that they are
being unreasonable or if they ask for something
Good morning! Is this Bongo? Or, Hello, are you Mrs. Smith unreasonable, offer a compromise. Some are never
and Lottie? with a smile on your face and in a warm tone! satisfied and if they continue to yell at you or start to
swear, ask them to stop swearing at you and, if it
If by chance you are helping someone at the recep­
tion desk as a person walks in or you are on the phone, continues, step out of the room and get the office
make eye contact with them, smile, and nod or wave. manager or owner of the clinic. Let them know what
This lets them know you have seen them, and it gives is happening and let them take it from there. They
them permission to have a seat. As soon as possible con­ will be the ones to either bring about an amicable
firm who they are and check them in on the schedule. conclusion or they can “fire” the client and ask them
Never leave them hanging; this is anxiety producing and to leave and not come back.
not very welcoming.
We don’t know what kind of client is going to walk
through the door. They come in all shapes, sizes, gen­
ders, and races. It should make no difference as all cli­
ents must be treated with respect, listened to, and helped
if humanly possible. They are the most important person
in the world to that clinic and if not treated well they will
leave to find another practice.
Clients also come in different moods. Most are those
wonderful clients that care deeply about the health and
well‐being of their pet. The kind that never complain FIGURE 3.1 Remain calm.